Returns, cancellations and refunds policy

1. Who we are and what this policy covers

This policy applies to purchases made by consumers in the United Kingdom from Phenome Longevity Ltd (company number 13926236, VAT No. GB486980525), The Shard, 32 London Bridge Street, London SE1 9SG ("Phenome", "we", "us").

It covers:

• Test kits (Carrier Screening, Comprehensive Genomic, Gut Microbiome, Newborn Screening, Oral Microbiome, Sports Performance), including the laboratory analysis and report
• The PhenomeTech Ring, the PhenomeTech Band and their accessories
• Supplements
• Consultations and genetic counselling
• Digital content and app based services

Nothing in this policy affects your statutory rights as a consumer. Purchases made by businesses (including Phenome for Business) are governed by the relevant business agreement. Orders placed with our Turkish entity, Phenome Omics Biyoteknoloji A.Ş., are governed by its own terms.

2. Summary

3. Your right to cancel (change of mind)

If you buy from us online, by phone or by email, you have a legal right to cancel your order within 14 days without giving a reason. You can also cancel any order before it is dispatched for a full refund. For goods, we give you longer: unused, unopened test kits and supplements, and any device, can be returned within 30 days of delivery.

• Goods: the 14 days start the day after you (or someone you nominate) receive the goods. If your order arrives in several deliveries, they start the day after the last item arrives.
• Services: the 14 days start the day after we accept your booking.

To cancel, tell us clearly before the period ends. You can email hello@phenomelongevity.com or use the cancellation form in the Appendix. You do not need to give a reason.

Exceptions

You cannot cancel for change of mind in the following cases:

• Sealed health and hygiene goods once unsealed. This includes test kits (whose collection devices are sealed items) and supplements.
• Activated test kits. Once you register a kit and it is linked to your identity, it is personalised to you and cannot be resold.
• Services fully performed. If you asked us to start a service within the cancellation period and acknowledged that you would lose your right to cancel once it was complete.
• Digital content (for example, your results report or app content) once you have started accessing it with your express consent and acknowledgement.

4. Test kits

Before you open or activate the kit. You may return the kit within 30 days of delivery in its original sealed packaging for a full refund of the kit price and standard delivery.

After you open or activate the kit. We cannot accept change of mind returns, because the kit contains sealed collection devices and is linked to you.

After your sample reaches the laboratory. Laboratory analysis begins when your sample is received and cannot be cancelled after that point.

Sample problems. IIf the laboratory cannot process your sample, for example because there was not enough sample or it was contaminated, we will send you a replacement kit free of charge. If a second sample also cannot be processed, we will contact you to agree next steps, which may include a further kit or a refund.

Results. Refunds are not available because results are unexpected or unwelcome. If you have questions about your results, you can book an optional consultation or genetic counselling session, which may be paid (see our Terms of Sale).

Turnaround times. Laboratory turnaround times are estimates. If your report is delayed significantly beyond the stated estimate, contact us and we will keep you updated.

5. PhenomeTech Ring and Band

Returning a device. These terms apply to both the PhenomeTech Ring and the PhenomeTech Band (each a "device"). You may return any device within 30 days of delivery, for any reason, for a full refund. This is longer than the 14 day cancellation period required by law.

Condition. You may handle and try on the device as you would in a shop. Please return it with all accessories (charger, cable and packaging). We may reduce your refund to reflect any loss in value caused by handling beyond what was necessary to check it, such as scratches, damage or missing parts.

Sizing (Ring only). When you order a Ring, you pay for it at checkout and we first send you a free sizing kit. Once you have confirmed your size, we send your Ring. If the Ring still does not fit, we will exchange it for a different size, subject to stock, at no extra charge within 30 days of delivery. The Band is one size, so size exchanges do not apply to it.

Account and data. Before returning, please unpair the device from the Phenome Longevity app. Returning the device does not automatically delete your data; you can request deletion under our Privacy Policy.

Warranty. Devices are also covered by our 2 year Device Warranty, in addition to your statutory rights.

6. Supplements, consultations and genetic counselling

Unopened products with intact seals may be returned within 30 days of delivery for a full refund. For health and safety reasons, we cannot accept opened products unless they are faulty or not as described.

Consultations and genetic counselling. You can cancel within 14 days of booking for a full refund, unless your session has already taken place at your request. After that, you can cancel or reschedule with at least 48 hours’ notice for a full refund.If we cannot provide a session as booked, we will offer you a new time or a full refund. If you book a session that takes place within 14 days of booking, we will ask you to confirm that you want it to go ahead during your cancellation period.

7. Faulty, damaged or incorrect items (Consumer Rights Act 2015)

Goods must be of satisfactory quality, fit for purpose and as described. Services must be carried out with reasonable care and skill.

• Within 30 days of delivery: you may reject faulty goods for a full refund.
• After 30 days: we will repair or replace the item. If that is not possible or fails, you are entitled to a price reduction or refund. If you ask for a refund more than 6 months after delivery, it may be reduced to reflect the use you have had of the item.
• Within 6 months of delivery: a fault is presumed to have existed at delivery unless we can show otherwise.
• After 6 months: you may need to show the fault existed at delivery. Claims may be brought up to 6 years after delivery (5 in Scotland).
• Services not performed with reasonable care and skill: we will perform the service again, or offer a price reduction if that is not possible.

If your item arrives damaged, has missing parts or is incorrect, please tell us as soon as possible, with photos if you can, so we can resolve it quickly. We will send replacement parts or a new item at no cost. This does not limit your legal rights.

The PhenomeTech Ring and Band are also covered by our 2 year warranty against defects in materials and workmanship, from the date of delivery, including sensors, battery and finish. It does not cover accidental damage and scratches, normal wear over time, water damage beyond the stated rating, loss or theft, or unauthorised repairs or modifications. This warranty is in addition to your statutory rights. See our Device Warranty for how to claim.

8. Subscriptions and memberships

No subscription is needed to see the results of tests you have bought. If you take out a recurring plan (such as a subscription), you can cancel at any time from your account or by contacting us. Cancellation takes effect at the end of the current billing period, and no further payments will be taken.

You have 14 days from signing up to cancel and receive a refund, less a proportionate amount for any services provided at your request in that time.

Subscribe & Save: If you subscribe to regular supplement deliveries, you save 10% on each order. You can skip, pause, change or cancel your subscription at any time from your account or by emailing info@phenomelongevity.com.

Each delivery is covered by this policy: unopened supplements can be returned within 30 days of delivery.

9. How to return goods

1. Contact us at hello@phenomelongevity.com with your order number. For test kits, include your kit ID.

2. We will send you return instructions and, where returns are free, a prepaid returns label. Please do not send items without contacting us first.

3. Package items securely. The Ring and Band contain a lithium battery, so please use the returns method we specify.

4. Keep your proof of postage.

Return costs. Returns of the PhenomeTech Ring, the PhenomeTech Band and test kits are free: we will send you a prepaid returns label. For change of mind returns of supplements, you pay the cost of returning the goods. For any faulty, damaged or incorrect item, returns are free. Where we provide a label, please use it. For change of mind returns, we cannot refund postage for items sent by other methods. For faulty, damaged or incorrect items, we will refund reasonable postage costs.

10. Refunds

• Goods: we will refund you within 5 to 10 business days of receiving the goods back. If you give us evidence that you sent them before they arrive, we will refund you within 14 days of receiving that evidence at the latest.
• Services and orders not yet dispatched: we will refund you within 5 to 10 business days of being told you have cancelled.
• Method: refunds go back to your original payment method. We do not charge a fee for refunds. Your bank may take a few extra days to show the refund.
• Delivery charges: if you cancel an entire order, we refund the standard delivery charge. If you chose a more expensive delivery option, we refund only the standard rate. We do not refund delivery if you cancel only part of an order.
• Promotions: if you cancel part of an order bought under a bundle or discount, the refund reflects the price you actually paid for that item.
• Gift purchases: refunds go to the original purchaser.

11. Complaints and disputes

If you are unhappy with how we have handled a return or refund, please contact hello@phenomelongevity.com. We aim to acknowledge complaints within 1 working day and resolve them within 14 days. See our Complaints Policy for details.

If we cannot resolve your complaint, you can get free advice from the Citizens Advice consumer helpline (0808 223 1133).If we cannot resolve your complaint, we will tell you in writing, give you the details of an alternative dispute resolution provider, and tell you whether we are willing to use it.

12. Changes to this policy

We may update this policy from time to time. The version that applies to your order is the one published when you placed it.

Appendix: Model cancellation form

(Complete and return this form only if you wish to cancel your contract.)

To: Phenome Longevity Ltd, The Shard, 32 London Bridge Street, London SE1 9SG, hello@phenomelongevity.com

I/We give notice that I/We cancel my/our order for the items listed below.

Reason for cancelling (optional):

Signature (only if sending this form on paper):

Date:

Please keep the items safe and in their original packaging until we send you return instructions. Refunds are made to your original payment method.